Returns and Cancellation Policy

Effective Date: August 2, 2026

Company: Xincheng District Yunmei Knitwear Store
Brand: Thegentlecraft
Website: thegentlecraft.com

This Returns and Cancellation Policy is issued by Xincheng District Yunmei Knitwear Store, the legal entity that operates the Thegentlecraft brand and the thegentlecraft.com website.

Approved refunds are handled under our separate Refund Policy. Please consult that policy for refund eligibility, amount, method, and timing.

1. Cancelling or Amending an Order

To request an order cancellation or change, please contact us as soon as possible at:

service@thegentlecraft.com

Please provide your order number and clearly describe the requested change.

We will make reasonable efforts to accommodate your request. However, once an order has entered processing, production, or shipment, we cannot guarantee that it can be changed or canceled.

Personalised, custom, or made-to-order handmade items may enter preparation or production shortly after confirmation. Please review item selections, quantities, customisation details, billing information, and delivery information before placing an order.

If an order is successfully canceled before fulfillment, the applicable amount will normally be refunded to the original payment method.

2. Timeframe for Return Requests

You may request a return for a qualifying handmade item within 30 days after delivery.

A return request is not automatically approved. Please contact us before sending any item and wait for written authorisation, return instructions, and the applicable return destination.

Items sent without prior approval may be refused or may delay or prevent the return and refund process.

3. Qualifying for a Return Due to a Change of Mind

To qualify for an approved return based on a change of mind, a handmade item must generally:

Be unused and free from damage;

Not have been assembled, completed, altered, or modified;

Be returned in its original packaging where reasonably possible;

Include all original parts, components, accessories, instructions, and promotional items; and

Be accompanied by valid proof of purchase.

We may reduce or decline a refund if a returned item shows signs of wear, damage, alteration, missing contents, improper assembly, or handling beyond what is reasonably necessary to inspect it, except where the condition resulted from our error or where applicable law provides otherwise.

4. Personalised, Custom, and Made-to-Order Handmade Pieces

Personalised, custom, or made-to-order handmade items are generally not eligible for return because of:

A change of mind;

An incorrect option or customisation detail selected by the customer; or

Dissatisfaction unrelated to an item fault or order discrepancy.

This restriction does not apply when an item arrives damaged, faulty, incorrectly produced, incomplete, or materially different from the order confirmed by the customer.

5. Damaged, Faulty, Wrong, or Incomplete Handmade Items

If an order arrives damaged, faulty, incorrect, incomplete, or materially different from what you ordered, please contact us promptly and provide:

Your order number;

A clear description of the issue;

Photographs or videos showing the handmade item and the problem;

Photographs of the shipping label and outer packaging where relevant; and

Confirmation of your delivery address.

Please do not discard the affected item or packaging while your request is under review unless our customer service team instructs you otherwise.

After reviewing the information, we will provide an appropriate resolution. Depending on the circumstances, item availability, and applicable law, this may include:

Sending a missing part or item;

Providing a replacement;

Arranging a swap; or

Issuing a refund for the affected item.

If the issue is confirmed to have resulted from our error or our fulfillment partner’s error, we will cover the authorised replacement or return shipping costs.

In some situations, we may resolve the issue without requiring the original item to be returned. Do not assume that a return is unnecessary unless our customer service team confirms this in writing.

6. Return Postage Costs

For an approved change-of-mind return, the customer is responsible for return shipping costs.

For a confirmed damaged, faulty, incorrect, or incomplete handmade item, we will provide applicable instructions and cover the authorised replacement or return shipping costs.

If we instruct you to purchase return postage for a merchant-responsible return, please retain the receipt. We will refund the approved reasonable cost after receiving the requested documentation.

Thegentlecraft does not impose a restocking charge.

For customer-paid returns, we recommend using a trackable delivery method. We are not responsible for a return that is lost or damaged before reaching the approved return facility, except where applicable law provides otherwise.

Please do not send a return using payment on delivery or another service that requires us to pay an unauthorised amount when the parcel arrives.

7. Return Approval and Where to Send Items

Always contact us before returning a handmade item.

The appropriate return facility may vary depending on the item, order, and customer location. After your return request is reviewed and approved, we will provide the applicable return destination and instructions by email.

Our registered corporate address is not the standard returns address. Do not return an item to the registered address or to an address printed on the original parcel unless our customer service team specifically instructs you to do so.

Items sent to an unapproved or incorrect address may be refused, delayed, lost, or returned to the sender.

Approval of a return does not guarantee a refund. The returned item must still be received and inspected unless we confirm in writing that a return is not required.

Current return warehouse address:

Attn: Returns Dept / Ticket 90-RVT-5
Warehouse: Green Mountain Reverse Logistics – Bay 9
3774 Birchwood Shores
Burlington, VT 05401-3926
United States

8. Swaps

Swaps are subject to item availability.

For an ordinary change-of-mind swap, the original item must be returned and inspected before a replacement is processed. The customer is responsible for the applicable return shipping and new shipping costs.

For a confirmed damaged, faulty, incorrect, or incomplete item, we will provide an appropriate resolution and cover approved swap-related shipping costs. Depending on the circumstances, we may not require the original item to be returned; our customer service team will confirm this in writing.

If the requested replacement is unavailable, we may issue an eligible refund and invite you to place a new order.

9. Inspection of Returned Handmade Items

After an approved return arrives, we will inspect the item and notify you whether the refund has been approved.

The inspection may consider:

Whether the correct handmade item was returned;

The item’s condition;

Whether it shows signs of wear, assembly, completion, alteration, or damage;

Whether original components and accessories are included;

The stated reason for return; and

Whether the return followed the approved instructions.

If additional information is reasonably required, we may contact you before making a final decision.

10. Address Errors and Non-Deliverable Orders

Customers are responsible for providing complete and accurate delivery information.

If a parcel is returned or cannot be delivered because of:

An incorrect or incomplete address;

Refusal by the recipient;

Failure to collect the parcel;

Repeated unsuccessful delivery attempts;

Failure to pay applicable customs charges; or

Another reason attributable to the customer,

the following conditions apply:

Refund eligibility will be assessed after the parcel is returned and inspected;

Applicable return shipping, customs, and handling costs may be deducted from an eligible refund where permitted by law;

Original shipping charges will not normally be refunded; and

If redelivery is requested, the customer will be responsible for the applicable redelivery shipping charge.

These conditions do not apply when non-delivery resulted from our confirmed error or the carrier’s confirmed error.

11. Refund Cross-Reference

Approved refunds are processed under our Refund Policy. Please review the Refund Policy for refund eligibility, amount, method, and timing.

12. How to Reach Us and Corporate Details

For cancellation, return, swap, or refund assistance, contact our customer service email address:

service@thegentlecraft.com

Please include your order number and the email address used during checkout.

Customer Service Hours:
Monday to Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM.